Remote Senior Customer Success Manager

Summary

Join Instacart's team and lead growth strategies for strategic retail partners across our suite of retail media solutions. As a Senior Customer Success Manager, you will develop profound understanding of both our business operations and the competitive landscape relevant to distinct solutions.

Requirements

• 5+ years in Customer Success, Consulting, or related fields, with significant focus on managing strategic Enterprise customers across various technology platforms
• Demonstrable experience with supporting monetization of retailer sites
• Proven project and program management skills
• Strong technical acumen, capable of understanding and conveying the capabilities of complex products
• Motivated to work in a dynamic, fast-evolving environment
• Outstanding communication skills, with proficiency in distilling complex concepts
• Proficient in data analysis with the ability to derive actionable insights from large datasets
• Experienced in cross-functional collaboration and executive presentations
• Creative and proactive in problem-solving
• Effective at building positive and influential relationships

Responsibilities

• Lead growth strategies for a portfolio of strategic retail partners across our suite of retail media solutions and services
• Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions
• Partner with Business Development, Data Science, and Product teams to design and implement playbooks and strategies that maximize retailer success and revenue
• Serve as a subject matter expert on Instacart’s retail media offerings, advocating effective growth strategies to both internal and external stakeholders
• Drive the development and execution of impactful partner-facing materials and presentations that showcase the benefits of our diverse enterprise solutions
• Dynamically improve Customer Success Management processes and best practices to adapt to evolving business needs effectively
• Lead the onboarding of new partners using Instacart’s retail media solutions, including training new partners on campaign tooling, reports and invoicing
• Lead the nurture strategies of onboarded partners, optimizing performance through strategic consultations, quarterly business reviews and roadmap presentations
• Promote unique value propositions of our solutions to maximize customer success and satisfaction
• Monitor retailer KPIs to ensure effective program adoption
• Maintain and expand product knowledge to continuously enhance service delivery and retailer education
• Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings

Preferred Qualifications

• Specific industry experience in advertising, grocery, and/or e-commerce
• Hands-on experience in creating customer success strategies from scratch

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• Base pay range for a successful candidate is dependent on their permanent work location, with ranges listed below
• $149,000 — $165,000 USD (CA, NY, CT, NJ)
• $142,000 — $158,000 USD (WA)
• $137,000 — $152,000 USD (OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI)
• $123,000 — $137,000 USD (All other states)